Complaints

This profile includes complaints for Idaho Fitness Factory, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Idaho Fitness Factory, Inc. has 5 locations, listed below.

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  Idaho Fitness Factory, Inc.

  11600 W Fairview Ave Boise, ID 83713-7836

• 

  Idaho Fitness Factory, Inc.

  1535 W Franklin Rd Meridian, ID 83642-3160

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  Idaho Fitness Factory, Inc.

  2270 W Everest Ln Meridian, ID 83646-5940

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  Idaho Fitness Factory, Inc.

  3344 W State St Boise, ID 83703-5800

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  Idaho Fitness Factory, Inc.

  3361 North Cole Road Boise, ID 83704

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Idaho Fitness Factory fraudulently charged my bank card on Oct 16/23 and Nov 13th/23. I tried 3 locations to speak to someone in person. No one was working at any location. I found online where you can close your account which after several phone calls and being told I had to come in to a facility and personally close it, never mentioning you could do this. I have been paying $15.90 a month for over 4 yrs and never use the membership. Starting Oct 16th 2023 they charged me over $40.00 and then again in Nov. I emailed them with a complaint and a representative called me, she closed my account and stated that Oct was a $20.00 over draft fee and my bank confirmed was false and $15.90 membership and $20.00 overdraft only equals $35.90 and they charged me $41.90 and $43.40 in Nov. I was told I would be refunded and my account closed, They can keep the $15.90 for the membership fee for Oct and Nov but I want refunded for the false excessive charges. I also stated they never have anyone working at their facilities and was told they do not because they are under staffed....That's not the consumers problem and its very suspicious that you can not close an account over the phone or given any other option. You can see on the attached picture what my checking account balance was at the time of the charges, the money is there and they did not overdraft. I have paid for many years for services I never used with no way to cancel, I want my money back not owed to them.Thank you for considering this complaint.*********************

  Business Response

  Date: 12/08/2023

  A billing misunderstanding is always frustrating, and Im happy to have an opportunity to clear this up for ****. Shes one of our long-term Grandfathered members and there has never been an issue with her billing since 2017. I believe that when she saw something unusual after all this time, she immediately assumed something was amiss. *************************************** fee is what I believe started all this. Our billing is all automatic and it reported that the 10/13 payment was declined. No other reason was given. See billing history for reference. ***** bank statement shows she had sufficient funds, so the problem was with her CC processor. This is a common problem with all businesses that accept credit cards. Her CC processor company is different than her bank, most of our customers dont know that. That is why we encourage our members to use ACH (direct draft) for their dues/fee. That cuts out 3rd party CC processors and avoids these issues.

  Below is a description of the billing actions taken. I have attached ***** billing history for verification as well as her membership agreement.  

  10/13 
  We attempted to collect monthly dues/fees 
  Payment method was declined 
  Service charge was applied 

  10/16 
  Second attempt to collect past dues/fees from 10/13 billing date 
  Payment processed 
  Total collected $41.90 
  Dues $15.90 
  Credit Card Fee $2.50 
  Service Charge $23.50 
  Adds up to $41.90 

  
  11/13 
  We attempted to process November dues and Annual fee 0f $25 
  Payment went through 
  The annual fee is once a year. **** has paid the same fee on the same date since 2017 

  
  Even though we didn't do anything wrong, we still refunded **** all the money we collected since and including 10/13. We did this as a courtesy. There are things that are more important than money, and how **** feels about us in one of those things.  

  
  Staffed hours are M-F **** Sat ****. There is no staff outside of those hours. However, during those hours, there is staff available, always, no exceptions. If they are not at the front desk waiting to greet you, then they are cleaning. When theyre cleaning, sometimes you have to look around a bit to find them.  

  
  No member is required to come into the club to cancel their membership. Weve offered online cancellation for years and is our preferred method. Its easier for the staff and the admin, we have zero motivation to tell a person to cancel in person. If this was not communicated to **** well enough, then I apologize, we will do better.  
  
  Hope this clears things up. 

  Customer Answer

  Date: 12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I froze my account in person for 3 months, I then called to cancel my account in Sept 7, 2022, I was sent a cancellation form which I then filled out and submitted the same day. I realized recently my cc has been charged for the past 3 months even after canceling. They refused to refund my payments. I cant show proof of submitting this form because its their own form and it has its own submit button after filling it out, its not an email form.

  Business Response

  Date: 11/11/2022

  Just got off the phone with *******. This has been resolved. 

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday the 22nd of September, 2022 @ approx 11 am I was finishing my workout @ the paramount IFF. I had been waiting for a employee to finish cleaning the bathroom so I could use it. After about 10 minutes I walked to the bathroom and asked the employee if I could quickly use the restroom. She looked at me and word for word said no you cant and I said okay. I expressed that it was an emergency and I was met with a disrespectful an condescending ******* I walked upstairs to use the restroom like she mentioned, and when I arrived upstairs the bathroom had been occupied. I waited a few more minutes and could no longer hold it. I went down to the main restroom and told the employee I have no choice I have to go pee one way or another. She made a snarky comment and said you have a problem before she left the bathroom. I used the bathroom and collected my gym bag. As I left the bathroom she positioned herself right outside the restroom and before I got past her she yelled, YOU HAVE A PROBLEM. A witness with the initials EM saw the employee being rude and asked me after whY she wouldnt let me use the restroom. I reached out after the fact to explain the situation to a supervisor so theyd be aware of there employees actions and the gate keeping of the restroom, and the manager at that location said she wouldnt forward the conversation along. She said I can cancel or I can kick rocks basically. The employee lied to her manager (************) to look like the victim which resulted in IFF ignoring my concern. My biggest concern is that the employee after the fact released my information on social media (Snapchat) and to her significant other (river) who ended up sending everything to me. I asked to keep my info private, and they wouldnt acknowledge this problem when I confronted them via email. Finally I told them Id prefer to work with the BBB to resolve this and they locked my key card without reason. I pay on time, and am in good standing. Very unprofessional.

  Business Response

  Date: 09/26/2022

  This issue has already been resolved with the member directly.